Director/Team Lead – Customer Engagement Specialist

The Customer Engagement role is critical to maintaining and growing our most strategic accounts. For CreditView to be successful, our clients need to continue to accrue value from the product. The Customer Engagement team is expected to provide a ‘white glove service’ to select key institutions to ensure maximum value from existing products is gained and uncover new applications and use cases for their organization. This candidate should be able to understand the customer needs, organizational challenges, short-term as well as long-term goals. The Customer Engagement team will create and drive forward a client roadmap (or journey) to increase adoption and usage of CreditView across the organization, as well as identify potential new business opportunities. The team will also act as subject matter experts for the CreditView product and related content. Each member will support sales in the renewal and new business efforts as well as provide frequent client feedback to Product Strategy and MIS. This team is also responsible for facilitating user research for product initiatives. This role would lead a small team in the US and coordinate with team members in Europe and Asia.

Additional areas of responsibility:

• Drive the “White Glove Service” culture for the Customer Engagement team
• Demonstrate success with increased client engagement with CreditView, deeper organization understanding and the ability to connect relevant content with the right users
• Partner with sales on renewals and new business and to uncover new ideas for product expansion, pricing and markets
• Identify key customer personas, establish customer journeys, map CreditView capabilities to user needs
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Build and maintain client relationships and extend relationships beyond key business champions
• Provide relevant, timely and actionable feedback to Product Strategy and MIS
• Partner closely with Product Strategy on product roadmaps (including facilitating user research) and with marketing on campaigns and events
• Promote MIS thought leadership, research pieces, events and analyst contacts
• Run quarterly business reviews with clients to assess their business strategy and realign with engagement plan
• Act as a player/coach managing a small team in the Americas

Minimum of 7 years of experience in financial services or risk management related field
Prior experience working with clients directly required
Prior management experience preferred
Experience navigating customer organizational structures, defining and achieving success criteria.
Very strong interpersonal and organization skills with the ability to manage client initiatives across sales, product strategy and solutions delivery.
Experience engaging with senior stakeholders within a business.
Demonstrate ability to work in a collaborative team environment
Experience with credit risk, financial and banking topics
Clear written and oral communication skills with an ability to communicate complex concepts to a senior audience
Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
Ability to manage, influence through persuasion, negotiation and consensus building
Excellent communication and presentation skills
Position requires approximately 20% travel
Undergraduate (e.g., Bachelor’s degree) required

In Digital Insights, we leverage rich content and workflow capabilities to comprehensively evaluate risk and support better decisions. Our flagship platform CreditView incorporates credit ratings, research and Moody’s data. It is an essential tool that helps our clients in the professional services, commercial and financial industries to conduct fundamental credit analysis. Our diverse team is made up of marketing, technology, product strategy and customer experience experts.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.

Moody’s is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don’t meet every single requirement, please apply! You may be a perfect fit for this role or other open roles.

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

At Moody’s, we’re taking action. We’re hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We’re educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity

For US-based roles only: the anticipated hiring base salary range for this position is $155,400 to $225,300, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.